Location: Baltimore, MD
Company: Pointclickcare
full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient's journey. For more information on Point Click Care, please connect with us on Glassdoor and Linked In.
Position Summary: Your focus is on providing an exceptional customer experience while handling technical queries and complaints for our cloud-based healthcare solutions. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting simple to moderately
complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.
Responsibilities: Provide world class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities Facilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreation Work cross-functionally within the team, to deliver quality, satisfaction, and resolutions
to customers Effectively use and search the knowledge base, occasionally contributing new or updated content Meet or exceed established service delivery guidelines and key performance indicators Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system Be available to work rotating shifts between 8am to 8pm EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need What does it take: Understand the business processes and practices within a long-term care or medical facility Strong, demonstrable problem-solving skills Excellent communication skills, written and oral Energized and motivated by a fast paced, dynamic, high demand working environment Demonstrated ability to multi-task, prioritize, and manage customer expectations A quick learner with acumen for software and technology A patient and active listener who is detail-oriented High level of customer focus and empathy Familiarity with Point Click Care software is an asset Required Experience: 1-2 years practical experience supporting and trouble-shooting web-based software applications Experience using diagnostic tools to help resolve customer issues Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities Bachelors Degree or post-secondary schooling is preferred It is the policy of Point Click Care to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, interaction, interactionual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
Point Click Care welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact xyz X@ should you require any accommodations. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever's Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background.
When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how Point Click Care uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact Point Click Care's human resources team: xyz X@ Point Click Care is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
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